2 Orders set to cancelled but stripe taken money

  • Resolved geekfairyjo

    (@geekfairyjo)


    4 years, 4 months ago

    We have had 2 occasions in the last week.

    Customer makes an order, goes through checkout and pays via stripe. But then the order is showing to us and them as cancelled by customer. Neither were cancelled by anyone.

    Both have had their money taken by stripe.

    Stripe say

    “Okay, well it seems we were sent a request from WooCommerce to create this charge for a customer. At which time the charge was made. Once that happens there is no way within Stripe to cancel this at all. So it seems like you may want to reach out to woo commerce to see why this is showing as canceled on their end. When the payment was successful.”

    So any ideas what the issue could be that is allowing stripe to take the money but then it is showing as cancelled to us

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support fevered – a11n

    (@fevered)

    Hey there!

    Are there any notes on the order regarding why the order was cancelled? If you could send a screenshot of the order notes (with nay Stripe ID’s blurred out) that would be helpful.

    Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    Plugin Support fevered – a11n

    (@fevered)

    Hey there, since we haven’t heard back from you I’ll mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.

Viewing 2 replies - 1 through 2 (of 2 total)
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